Salesforce Product Specialist

The Salesforce (SFDC) Product Specialist supports the design, implementation, enhancement, and adoption of Salesforce capabilities across the commercial organization. This role works closely with sales teams, commercial excellence, marketing, service, and IT to optimize business processes and ensure Salesforce delivers measurable value.

The ideal candidate combines Salesforce expertise with practical experience in the diagnostics, laboratory diagnostics, medical device, or healthcare industry. Prior experience in sales, account management, sales operations, commercial excellence, or customer-facing commercial roles is highly preferred, as the role requires a deep understanding of sales processes, customer engagement, opportunity management, and commercial execution.

This individual will serve as a key business representative and subject matter expert, translating commercial needs into Salesforce enhancements while driving user adoption and process standardization.

Key Responsibilities

Salesforce Product Support & Enhancement

• Support the Salesforce Product Owner in managing and prioritizing the CRM enhancement backlog.
• Gather, document, and validate business requirements from commercial stakeholders.
• Translate business requirements into detailed user stories and functional specifications.
• Partner with IT and external vendors to design and test Salesforce solutions.
• Participate in sprint planning, user acceptance testing (UAT), and release activities.
• Support continuous improvement of Salesforce functionality and user experience.

   

Diagnostics Commercial Expertise

• Act as a business subject matter expert for diagnostics commercial workflows.
• Understand customer buying processes across:
• Hospitals
• Health systems
• Reference laboratories
• Independent laboratories
• Physician office laboratories
• Distributor networks
• Support CRM processes for:
• Capital equipment sales
• Reagent rental agreements
• Service contracts
• Consumables and assay sales
• Multi-year customer partnerships
• Tender-driven business

Commercial Excellence & Sales Partnership

• Partner directly with sales representatives, sales managers, and commercial leadership.
• Understand field sales challenges and identify opportunities to improve productivity.
• Ensure Salesforce supports effective customer engagement planning and execution.
• Analyze sales funnel health, pipeline progression, and opportunity conversion metrics.
• Support forecasting and business review processes.

Data Quality & CRM Adoption

• Monitor CRM data quality and compliance with defined business processes.
• Develop recommendations to increase Salesforce adoption.
• Drive data governance initiatives.
• Assist in creation and monitoring of KPIs including:
• Opportunity progression
• Funnel creation
• Forecast accuracy
• Customer engagement activity
• CRM utilization
• Pipeline coverage
• Win/loss trends

Training & Change Management

• Conduct Salesforce training for sales and customer-facing teams.
• Create training materials, process documentation, and user guides.
• Act as a CRM champion and first-line support resource.
• Support change management activities during new feature deployments.

Qualifications

Education

• Bachelor's degree in Business, Life Sciences, Healthcare Administration, Marketing, Information Systems, or related discipline.

Experience

Required

• 3–7 years of professional experience.
• 2+ years of Salesforce CRM experience.
• Experience within:
• Diagnostics
• Medical Devices
• Healthcare
• Life Sciences
• Experience working with commercial, sales operations, or customer-facing teams.
• Experience gathering business requirements and supporting system enhancements.

Preferred

• Prior experience in:
• Sales Representative
• Account Manager
• Regional Sales Support
• Commercial Excellence
• Sales Operations
• CRM Business Analyst
• Experience supporting Salesforce implementations or CRM transformation programs.
• Knowledge of diagnostic customer workflows and laboratory business models.

Technical Skills

Salesforce

• Salesforce Sales Cloud
• Salesforce reporting and dashboards
• User acceptance testing (UAT)
• Workflow design
• CRM data management
• Opportunity and pipeline management
• Territory management concepts
• CRM analytics and KPI reporting

Business Tools

• Microsoft Excel (advanced)
• Power BI or Tableau
• Smartsheet (preferred)
• JIRA / Azure DevOps (preferred)
• Microsoft PowerPoint

Competencies

Commercial Acumen

• Strong understanding of healthcare and diagnostics sales processes
• Customer-centric mindset
• Knowledge of funnel management and forecasting
• Understanding of complex and long-cycle sales environments

Analytical Skills

• Data-driven decision making
• KPI monitoring and analysis
• Root cause analysis
• Commercial performance analytics

Communication Skills

• Excellent stakeholder engagement
• Workshop facilitation
• Executive-level communication
• Training and presentation skills

Personal Attributes

• Proactive and self-driven
• Strong attention to detail
• Problem-solving mindset
• Collaborative team player
• Comfortable working in a global matrix organization

Preferred Certifications

• Salesforce Certified Administrator
• Salesforce Business Analyst Certification
• Salesforce Sales Cloud Certification
• Certified Scrum Product Owner (CSPO) (nice to have)

Success Measures

The successful candidate will be measured on:

• Salesforce adoption rates
• CRM data quality improvements
• User satisfaction scores
• Speed and quality of issue resolution
• Commercial process compliance
• Forecast accuracy improvements
• Successful delivery of Salesforce enhancements
• Increase in customer engagement and opportunity management effectiveness

Ideal Candidate

A former diagnostics sales professional, account manager, commercial excellence specialist, or sales operations expert who has developed strong Salesforce expertise and wants to leverage both commercial knowledge and CRM capabilities to improve business performance. This individual understands how diagnostic customers buy, how sales teams operate, and how Salesforce can be used to drive customer engagement, pipeline growth, forecasting accuracy, and commercial effectiveness.